Rent Income Recovery Officer - FTA (Gr 5)

Job Family:
Delivery – Front Line – Process knowledge
Grade:
5
Job Title:
Former Tenant Arrears (FTA) Recovery Officer
Directorate:
Resources
Date:
11 March 2024
Version:
1:1

Brief Description of job role and department
The Shared Finance Service ambition is to add value, inspire success and this role is part of the Shared Finance Service (SFS) team collectively responsible for delivering SFS activities to realise this ambition.
As the Former Tenant Arrears (FTA) Recovery Officer the post holder will be working within the Shared Finance Service, Housing Income & Financial Inclusion Team to administer and collect housing rent for Kingston Council.
Representative accountabilities
? Deliver core service activities under the close supervision of a more senior member of staff.
? Manage the resolution of complex customer complaints/issues within area of expertise, escalating where appropriate.
? Drive and operate heavy plant machinery or specialist equipment.
? Maintain regular communication with other internal or external service providers to ensure efficient and coordinated service delivery.
? Create and populate basic databases to hold and manage information and service information to support senior officers in managing the service.
? Allocate tasks and review the work of more junior team members to ensure work is delivered to time and quality standards.
? Procure goods and services within financial limits using the Council’s purchasing systems and rules.
Budgetary accountabilities
? None

Functional Responsibilities:
? To ensure the collection of rent arrears for general needs and temporary accommodation former tenant debts, through early intervention with an emphasis on personal contact with tenants.
? To identify where tenants may be experiencing difficulty in meeting their commitment to pay rent (and other such bills as council tax) and be able to provide debt counselling and advice or referral to the Financial Inclusion Team.
? To refer tenants to internal and external support agencies, where appropriate, to assist and support tenants have difficulty paying their debts
? To achieve agreed personal patch performance targets for the collection of former tenant rent accounts and be fully involved in the setting of personal future performance targets.
? To work proactively and to contribute ideas to improve income maximisation for the council and for individual tenants.
? To maintain a sound knowledge of Housing Legislation and in particular the
impact of welfare reform on both tenants and the council.
? To negotiate repayment arrangements with tenants and take corrective action where such agreements are not maintained.
? To prepare write off reports on a regular basis to the Rent Arrears Recovery Lead Officer (Temporary Accommodation) for authorisation
Performance
? Consistently achieves performance targets and celebrates success with
team
? To develop, update and act on Personal Development Plans as discussed
and agreed with the Rent Arrears Recovery Lead Officer
? To take responsibility for own performance, taking a proactive stance to
ensure performance meets or exceeds standards required of the service.
Partnership working
? Demonstrate strong support of the Shared Finance Service, inspiring team to deliver partnership working across both councils
? Interface directly with external and internal customers to manage delivery priorities, issues and challenges
? Assist the Rent Arrears Recovery Lead Officer in partnership working with our Legal Service for improved recovery and enforcement processes.
? Develop partnerships with financial inclusion, adult social care and adult social care finance team, service providers including Citizens Advice Bureau; and welfare reform within strategic business. Establish referral links to agencies who can give practical support and legal financial advice.
? Actively engage in the organisation of meetings, workshops and other events as required
Role Profile - Details Specific to Job Family

These roles would be regarded as “front line” service delivery roles. Here, role holders are directly accountable for performance, often through the direct control of significant resources or through managed contracts. These roles may also deliver some of their results through collaborative working with co-producers or other third party agencies.
At the lower levels, operational managers may oversee a department or team and at the lowest levels, direct contact with service users will be a common feature of roles in this job family. At the higher levels, they may be in charge of a department, large operational area or the management of significant contracts and may be ultimately accountable for ensuring compliance with statutory obligations.
Role Profile - Details Specific to Grade
Providing technical and practical problem solving support and services that are focused on using specialist skills. This may involve guiding or reviewing the work of others.
Roles requiring a level of process expertise to deliver an advisory or supervisory service.
Person specification (knowledge, skills, experience and behaviours required in the role)
Education and/or Experience
? A minimum of 5 GCSEs (including English & Maths) or equivalent Desirable Knowledge and Experience
? Experience in debt recovery
? Knowledge of welfare benefits & planned welfare reforms e.g. Universal Credit
? Experience of working with multiple agencies to deliver services to customers
? Experience of working in a customer focused environment and achieving successful outcomes in the delivery of services that meet customer needs
? Experience in working to tight deadlines and as part of a team
Capabilities and Behaviours
? The ability to organise own workload to ensure deadlines and service targets and standards are met and be able to prepare information or statistics at the request of the Rent Arrears Recovery Lead Officer (Temporary Accommodation)
? Able to deal with sometimes difficult or distressed/vulnerable tenants concerning arrears and possible County court action in person and by telephone and be able to compose written replies using plain English.
? Able to communicate professionally with work colleagues, other departments and external organisations etc in person and by telephone.
? Ability to develop strong working relationships and establish personal credibility with a wide range of stakeholders both within and outside of Kingston and Sutton Councils

? Enthusiastic and empathetic approach to coaching, mentoring and inspiring
? Proven proficient ICT skills including corporate communication systems (Google, Agresso. Anite etc) and recognise the benefits and the potential of new technology in relation to the service.
? To have an appetite to learn new systems and apply them effectively.colleagues using high levels of emotional intelligence to achieve high standards of personal and team performance
? Team player – able to inspire confidence and respect
? Creative approach to problem solving and improving delivery of finance services
? Open and adaptive approach to supporting and achieving success for the Shared Finance Service
? Commitment to undertake training in order to increase and maintain knowledge of service charges, recovery and good practice and changes to Welfare benefit legislation
? Use proficient ICT skills including corporate communication systems (Google, Agresso. Anite etc) and recognise the benefits and the potential of new technology
Mandatory accountabilities/requirements for all LBS staff e.g.
? Ensure all health and safety standards are adhered to for the relevant work area
? To carry out duties and responsibilities in accordance with the Council’s Core Values and Equality and Diversity Policy and all other Borough and departmental policies and procedures·
? To be fully aware of and understand the duties and responsibilities arising from the Children Act 2004 and working together in relation to child protection and the principles of safeguarding as they apply to vulnerable adults in relation to work role.
? Commits to the wellbeing of staff and actively promotes Health & Safety policies
? All duties should be carried out in an efficient, accurate and timely manner and in accordance with agreed procedures.
? To comply with the Council’s Code of Conduct and ensure all personal data is kept confidential in compliance with the Data Protection Act and that all relevant interests are declared to your line manager.
? Any other duties commensurate with the grade of the post as may be required from time to time, including attending meetings outside normal working hours.

We require an experienced temporary Rent Income Recovery Officer with at least 2 years' recent social housing experience, specifically including Former Tenant Arrears (FTA) recovery. The successful candidate should be able to manage an FTA caseload independently, trace former tenants, negotiate repayment arrangements, maximise debt recovery, use a housing management system confidently, and require minimal training. This is temporary cover for an existing FTA officer who is on secondment. Main responsibilities:
1. Responsibility for the recovery of former tenant rent arrears.
2. Responsibility for the recovery of former tenant court costs and recharges for voids and responsive repairs.
3. Responsibility for performance in all areas of former tenant income management.
4. Use tracing apps to locate former tenants and recover arrears, void and repairs recharges and court costs.
5. Produce performance information on a monthly basis for all aspects of the role.
6. Work closely with housing colleagues and other departments to ensure correct procedures are followed, and to improve service delivery.
7. Identify, foster and maintain relationships with external agencies to ensure effective outcomes are achieved.
8. Ensure that IT Security and Data Protection Legislation is adhered to at all times.
9. Take personal responsibility for seeking value for money opportunities.
10. Ensure personal compliance with financial regulations.
11. Take personal responsibility for your own Health, Safety and Welfare and that of colleagues in the workplace.
12. Take personal responsibility for continuous improvement and delivery of service right first time.
13. Undertake and contribute to organisation wide projects as agreed.
14. Responsibility for assisting in providing information for the Right to buy team
15. Responsibility for assisting with credit refunds on closed accounts.